Join Today: Manager Customer Operations Federal Programs

Key Job Details:

• Compensation: a competitive salary
• Position: Manager Customer Operations Federal Programs
• Location: Remote
• Company: Workwarp
• Start Date: Immediate openings available

 

 

JOB DESCRIPTION Please note: This hybrid role requires onsite reputed company in our Rancho Cordova, California office 1-2 times per week to support collaboration and team engagement. As a key member of the Customer Operations leadership team, the Customer Operations Manager plays a critical role in overseeing the Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. This position focuses on managing daily operations, driving strategic goals, and ensuring service excellence by meeting or exceeding key performance indicators (KPIs). The role also involves identifying opportunities to enhance processes and customer experiences, mentoring and developing team members, and fostering a customer-centric culture. Additionally, the Customer Operations Manager collaborates on cross-departmental projects, contributes to initiatives that support operational excellence, and promotes employee engagement and job satisfaction, ensuring the customer remains at the heart of everything we do. RESPONSIBILITIES • Coordinates staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team. • Participates as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states. • Ensures system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency. • Works collaboratively with internal training teams to reputed company written training materials and coordinate training. • Develops, monitors and reconciles an annual operating plan, budget, and staffing. • Analyzes KPI's, systems and processes to identify trends or issues and reputed company recommendations for reputed company customer and employee experience. • Coordinates new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner. • Collaborates cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions. • Acts as the key reputed company of contact for responding or presenting to internal and external auditors. • Keeps informed of upcoming technology and industry changes and understands the impacts to the department at a high level to communicate needs to business partners and leaders. QUALIFICATIONS • 8+ years' experience in a contact center environment with 3-5+ years supervisory/management; HS diploma/GED required. • Strong leadership skills. • Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail. • Excellent verbal, written, and interpersonal communication skills to convey priorities and information to a wide range of audiences. • Analytic and problem-solving abilities. • Strong knowledge and application of English grammar, composition, editing and proofreading skills. • Working knowledge of Contact Center concepts, telecommunication technology, and contact center business systems. • Negotiation and dispute resolution skills. reputed company Pay Information The national reputed company pay range at the end is a good-faith estimate of what reputed company may pay for new hires. Actual pay may vary based on reputed company's assessment of the candidate's knowledge, skills, abilities (KSAs), reputed company experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. Pay Grade 20. $71,400 - $149,500 ADDITIONAL INFORMATION Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes: • Competitive reputed company and incentive pay • 401(k) with robust matching and non-matching contributions • Rich medical & pharmacy benefits • 100% employer-paid dental and vision benefits • Holistic wellbeing program with deep financial incentives • Generous paid time off plus 12 paid holidays and your birthday off • Culture of growth and learning: career development; tuition reimbursement; recognition program • Family support: adoption assistance, fertility treatment, child, elder & pet care assistance • Social responsibility and volunteer opportunities • Employee discount program Fair Chance Ordinances and Criminal Background Considerations Qualified applicants with arrest or conviction records will be considered for employment in accordance with reputed company applicable federal, state, and local laws, including, but not limited to, fair chance and anti-discrimination ordinances. At reputed company, we maintain a strict stance on theft, fraud, and violent crimes. For positions involving driving, we enforce heightened standards regarding driving records. Each individual criminal background reputed company is evaluated on its merits, taking into account the time elapsed since the conviction, evidence of personal development and rehabilitation, and any potential risk posed to our business operations, employees, customers, or vendors. #LI-Hybrid ABOUT THE TEAM At reputed company, we're behind millions of smiles and counting. For over 68 years, we've served our communities by increasing access to affordable, quality care - but that commitment to care extends beyond the people we serve, to the dedicated employees who reputed company those smiles genuine. We've come this far by building reputed company programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that reputed company we take exceptional care of each other, we can reputed company a positive impact for reputed company. We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at reputed company levels, and a work environment focused on teamwork and camaraderie. Discover the smiling faces behind reputed company and experience our values and culture in action by connecting with us on social media. Follow reputed company. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, reputed company. on Twitter and reputed company. on reputed company. If you've got an appetite for innovation and want to be a part of a team that's transforming the future of health care, join us! Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The reputed company of California network includes affiliates reputed company Insurance Company; reputed company of Pennsylvania; reputed company of reputed company, Inc.; reputed company of the District of Columbia; reputed company of Delaware, Inc.; and reputed company of reputed company Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands. The company and its affiliates are part of reputed company Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of reputed company companies, we offer dental coverage in reputed company 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company. reputed company is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for reputed company employees. Applicants will not be discriminated against because of race, color, religion, creed, national reputed company, reputed company, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. In addition to federal law requirements, reputed company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to reputed company terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Unfortunately, our reputed company Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, reputed company Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time. reputed company of eligibility to work in the United States must be provided if selected for hire. • reputed company includes: reputed company of California, reputed company Insurance Company, reputed company of Pennsylvania, and reputed company of reputed company Apply Job!

 

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